@inproceedings{932ee5fd044448dcaf0c09061fd05c33,
title = "Digital Transformation of the Process of the Connection of New Users in the Natural Gas Network utilizing CRM system and Industry 4.0 technology",
abstract = "Digital transformation is a new concept that gives to the companies of every sector the opportunity to improve their processes and to get favored by its benefits. The sector of public utilities includes types of companies that digital transformation can make the difference in operational and organizational level. In particular, in this paper a case study from a company that its business is detected in the natural gas sector, and more specifically in the management of natural gas network, is presented. The study concerns the reengineering of one of the core processes of the company by utilizing new technologies which cover the functional needs bringing several benefits. The process that is analyzed is The Connection of New Users in the Natural Gas Network. By modeling and analyzing the process according to a 6-step architecture which led to digital transformation the result was the decision of the introduction of Industry 4.0 principles by using Internet of Things (or Cyber Physical Systems) combined with the upgrade of the company's CRM system. Hence, the CRM was decided to be the reference point of the process by giving access to basic stakeholders according to their needs and the steps of the process to be coordinated based on the system. In addition, smart meters were considered to be useful and necessary to be installed in every user connection in order to remotely gather information which feed the CRM system and provide information for each consumer connection. This transformation not only improved the studied process, but it helped the general operation of the company as well.",
keywords = "Business Process Improvement, CRM, Digital Transformation, Gas Sector, Industry 4.0, Internet of Things",
author = "Panayiotou, {N. A.} and Stergiou, {K. E.} and Stavrou, {V. P.} and Psaltakis, {M. N.}",
note = "Publisher Copyright: {\textcopyright} 2020 IEEE.; 6th International Conference on Mechanical Engineering and Automation Science, ICMEAS 2020 ; Conference date: 29-10-2020 Through 31-10-2020",
year = "2020",
month = oct,
doi = "10.1109/ICMEAS51739.2020.00010",
language = "English",
series = "Proceedings - 2020 6th International Conference on Mechanical Engineering and Automation Science, ICMEAS 2020",
publisher = "Institute of Electrical and Electronics Engineers (IEEE)",
pages = "14--18",
booktitle = "Proceedings - 2020 6th International Conference on Mechanical Engineering and Automation Science, ICMEAS 2020",
address = "United States",
}